Sunrise Motor Inn

We do sincerely apologize for the breakdown in communication between the warranty company, customer, and our business. It was, as everyone is aware, the busiest time of the season. We understand that the temperatures were high, and there was a level of service that was expected. We failed to meet...

your expectations, because of our customer service. We are a small, family owned business; run by my wife and myself, Richard Hanna. My wife is our business manager, and handles all office calls, appointments, scheduling and invoicing. She has been out of the office for two of our busiest months, with unexpected medical issues. This has left me and my crew with handling all of her duties....in addition to all of our field work and service calls. We had hoped to get someone in temporarily to handle the customer communication; but the time of season was so busy, we were unable to train. Unfortunately this meant there was a breakdown in service to our customers, and we are extremely sorry. We would like to resolve this for the customer, and would like to offer to schedule a free "Preventative Maintenance Check-up" for the winter season. At that service call, we will check the freon level and fill,  if it is low. We will also provide an invoice for the original work order, at that time. We offer a genuine apology for the frustration this customer experienced. We are fully staffed again, and are hoping to reestablish our customer relationships. We pride ourselves in being an honest, hardworking small business, and we take these complaints to heart. We will reach out to the customer personally today, and try to resolve over the phone. Sincerely,RJH Mechanical, LLC

DEAR MS. [redacted]:EVENTS AS THEY OCCURRED:MARCH 14, 2017, l2:41PM, MR. [redacted] CHECKED INTO SUNRISE MOTOR INN, ROOM #231.HE STATED 2 PEOPLE.AT 12:48 PM 4 ADULTS ENTERED ROOM.AT 3:02PM, MR. [redacted] LEFT, LEAVING UNREGISTERED FEMALE IN ROOM.AT 5:13PM, A DIFFERENT MALE AND FEMALE ENTERED ROOM (MR....

[redacted] STILL GONE)AT 6;18 PM, MALE AND FEMALE LEAVE ROOM, MR. [redacted] STILL GONE.MARCH 15, 2017, 3;17 PM, UNKNOWN MALE TO ROOMAT 4:09PM, 2 UNKNOWN MALES LEFT ROOMAT 6:54PM, UNKNOWN FEMALE LEAVES ROOMAT 8:09PM, SAME FEMALE BACK TO ROOMAT 9:08PM, 2 MALES AND 1 FEMALE TO ROOM. NOW 4 IN ROOMTHE SUNRISE INN'S SECURITY SYSTEM (CAMERAS) SHOWS THE ABOVE. MR. [redacted] ALLOWEDOTHERS TO USE HIS ROOM WHILE GONE AND GAVE THEM THE ROOM KEY TO GAIN ACCESS.MR. [redacted]'S CLAIM THAT PEOPLE WERE THERE TO DROP HIM OF I' AND USE THE BATHROOMIS NOT ACCURATE BY ANY MEANS. THREATS WERE MADE AGAINST THE DUTY MANAGER BYONE OF THE UNREGISTERED MALES SUCH AS "I KNOW WHERE YOUR FAMILY LIVES". THIS ISUNACCEPTABLE BEHAVIOR. IT IS UNFORTUNATE THAT THE INCIDENT OCCURRED, HOWEVER ITWAS BROUGHT ON BY MR. [redacted].Sincerely,E. P[redacted]Please see attached[redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]We are out of state at this time and will return to our home in Queen Creek on Thursday 10/12/2017 late at night. We will be available to receive their call and set up an appointment with them on Friday, October 13th., 2017 We appreciate the Revdex.com's help in this mater and look forward to resolution to this issue.